Customer satisfaction and obsession are crucial concepts in customer service and experience, but they differ in depth, focus, and implications for every organization. The tone is always set from the top, by the thoughts, actions, words, and behaviors - as servant leaders - in several highly differentiated areas: defining the team or organization’s purpose, the scope of how the organization will meet its customers, the proactivity, longevity, and consistency of the experiences the organization creates for its customers. Leaders who create a culture of experimentation toward real innovation (vs. innovation theater) get beyond departmental boundaries to create tangible outcomes and impact. They go beyond exchanging Relationship Currency to nurture Reputation Capital and Professional Net Worth for individuals, teams, and the organization.
Join Avnir leaders David Nour and Jenn Cordz for the next episode of Intelligent Growth LIVE today at Noon ET as they discuss Customer Centricity - Beyond Satisfaction to an Obsession.
